Travel Administration Supervisor

Location
Luton, Bedfordshire
Salary
Competitive Salary
Posted
06 Oct 2017
Closes
06 Nov 2017
Ref
TWAS061017
Job function
Administration
Hours
Full Time
Contract Type
Permanent

Job Title

Travel Administration Supervisor

Location

Luton

Reporting to

Administration Manager

Hours

40 hours per week, Monday-Saturday

Flexible to meet the needs of the business

 

Role Summary

The main focus of the role will be to assist the Administration Manager with the day to day key responsibilities of the department.

Key Responsibilities

  • To ensure an excellent standard of customer service is provided at all times
  • To be proactive in identifying, taking ownership and resolving customer queries in a timely manner
  • Ensure correct travel documentation is sent to clients in good time
  • Reply to client’s emails in a professional manner, dealing with their queries effectively and professionally
  • Run reports for low-cost airlines to ensure all API details are submitted correctly and boarding cards are sent to clients
  • To check all bookings have been loaded/booked as per the supplier invoices and query any discrepancies with the sales consultants supervisor and/or the supplier
  • To chase any missing tickets/vouchers/travel documents with the relevant supplier
  • To answer client telephone enquiries, and communicate with clients in a professional, courteous & friendly manner in order to deliver excellent customer service
  • Assisting with staff training and development
  • Supervise the team and provide regular feedback and coaching sessions
  • Review and analyse the teams calls in relation to compliance to company procedures/standards
  • To be competent in dealing with difficult situations when a client is unhappy and ensuring the situation is resolved in a timely manner with a positive outcome
  • Assisting with and delivering monthly 121’s
  • Taking ownership of the manager’s responsibilities during the manager’s absence
  • To be able to act confidently with regards to decision making 

Skills / Experience Required

  • Exceptional customer services skills with experience of working in a customer focused environment, ideally within the Travel Industry
  • Excellent motivational skills
  • Outstanding communication skills and telephone manner
  • Excellent listening and empathetic skills with the ability to anticipate customer needs
  • Excellent attention to detail
  • Flexibility in approach to working tasks with the ability to multi-task
  • Ability to work on own initiative and as a member of a team
  • Excellent organisational skills
  • Previous experience of supervising/managing a team would be desirable
  • To be able to have a flexible approach to the business needs
  • Ability to use Microsoft packages – e.g. Word, Outlook
  • Ability to work across all levels and functions of the department
  • Resilience to deal with complex queries in a fast paced environment

General

  • To undertake any other duties that may fall into the job criteria
  • To be professional at all times
  • To have a hardworking attitude
  • To comply with all Company policies and procedures
  • To treat all employees, customers and suppliers with dignity and respect
  • This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved

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